How to bring customer feedback to life in the contact centre

This is the second in a series of blogs that explore how to make even more of your customer feedback. Last week we looked at how our new web-hook capability means customer feedback can automatically be posted to social media using ServiceTick & Buffer. This week we describe how you can bring feedback into the heart of the contact centre by automatically streaming positive customer comments onto TV dashboards (also know as ‘wallboards’) via Geckoboard. (We can also connect with other dashboard tools, such as Dasheroo and Databox.)

What is Geckoboard?

Geckoboard is a dashboard software solution that allows you to build clear, effective TV dashboards that keep front-line teams informed, motivated and aligned around your KPIs. Customer feedback collected by ServiceTick can be published automatically and in real-time via Geckoboard screens to screens in the contact centre or wherever you choose.

How it works

Once the integration is configured a customer fills in a ServiceTick survey and leaves feedback. The integration works with any survey channel including IVR, email, SMS, web or webchat. The survey response is passed into Zapier where it is automatically checked to determine if the response matches the criteria for being passed to Geckoboard (i.e. if you only want to display customer verbatim on your TV dashboard, only that data is sent to Geckoboard). If the criteria are met, relevant response data is sent to Geckoboard & automatically published to a preconfigured TV dashboard.

The TV dashboard displays real customer feedback in a number of ways. For example, it could display the latest customer comment, a count of the responses received today or the Net Promoter Score for this month. Other statistics from your own systems/processes can also be displayed on the same TV dashboard. Once the TV dashboard is up and running it can be securely displayed on any internet-connected TV, computer, tablet or mobile phone.

What’s the benefit?

Noted Irish playwright George Bernard Shaw once wrote “The single biggest problem in communication is the illusion that it has taken place”. This sentiment has never been more relevant in our digital world where people struggle to distinguish the 'signal' from the noise. TV dashboards allow you to filter the “noise” and instantly share with your team what your customers really think about your organisation. There is nothing more motivating than receiving genuine praise - or constructive feedback - from those that have paid for your products or services and doing so in real-time and in front of your peers creates a powerful and memorable message.

What’s next?

If you want to find out more about how to view customer feedback on TV dashboards (or about any one of the 750 ways we can help you make more of ServiceTick) please call your usual ServiceTick contact or me on 01603 618326. I look forward to hearing from you.

Paul Paul Middlege

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